Service trouble, still need resolution

Last week, I was notified that my usage was 78% so I went into myexcede, upgraded to the Liberty 12 plan... following day I received a email stating a new modem was going to be sent and I would be billed for it monthly.. ... I tried to send them an email that I didn't order a new modem.- they rejected the email.. Friday, I discovered the change wasn't made and I was out of data so internet was basically worthless ... i called and after long BS time , finally got to human.. explained it all to her... she assured me the change was corrected, the modem had been cancelled, I was OK on the Liberty 12 plan and all was good.. .Two days later, a modem arrives .. had supposedly been cancelled but apparently not.... I sent a email again.. but it was rejected again... I have now been on the phone waiting to talk to a human for about 15 minutes now but have no idea when I'll get to speak to someone - after I do, if that person will actually be able to help me...,,, the chat is "offline" and unavailable... so I'm sitting here listening to the same tune over and over because I can't get to a human.... What a horrible example of customer service.... they should be out of business.... If I had any alternatives out here in the country, I would be able to have internet service.... incidently, our existing modem has to be reset 1-2 times per day... so something has gone to hell with them or the modem I currently have....

Hi John, I am so sorry you have experienced such a long hold time. We have experienced an outage which has increased the hold times. As Christine mentioned, please send an email to exedelistens@viasat.com. We're here to help.

After holding for 57 minutes on their customer service line, a "LaMont" came on the line ... after explaining fully the issue, he instructed me to simply return the modem .. he has supposedly made a note of it on my account and there should be no charge... If my modem stops working completely, that's a separate issue and would be dealt with separately ...Would not send a confirming email of this instruction but gave me a confirmation # which supposedly would link to what he told me to do somewhere in my account records but I can't have a email of confirmation...So... I will send the modem I was sent back to them... Hopefully, I won't get charged for it... and hopefully my existing modem will start to work better ....

After I posted that LaMont came on the line and has hopefully resolved the issue, I find 2 folks replied and offered to help...I will make note of this email address and use it if/when I would need help again... Thanks...